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Resolutions Manager resume examples

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Skills

  • Project management
  • Crisis management in customer relations
  • Team management
  • Creative merchandising
  • Project organization
  • Customer retention strategies
  • Data collection and analysis
  • Sales and marketing
  • Budgeting
  • Customer Dispute Mediation

Work Experiences

  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across program calendars and programs.
  • Oversaw a group of 11 program associates who dealt with the department's daily and complex requirements.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 13%.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Accelerated resolution by 15% minutes per case.
  • Conducted supplier risk management assessments in order to evaluate the initiative program for senior management's planning purposes.
  • Accomplished in 2016.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Strengths in workflow optimization and process improvement backed up by Miscellaneous training.
  • Develop strategic business partnerships and relationships.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Resolutions Manager.
  • Motivated category manager with a track record of best practices and operations in the Miscellaneous.
  • Costs were consistently reduced while profits were increased.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.

Accomplishments

  • Collaborated with team of 11 in the development of process.
  • Resolved regulatory compliance discrepancies in coordination with legal teams, preventing potential $18 in penalties.
  • Devised an educational framework for staff to better address customer complaints resulting in a 38% reduction in service delays.
  • Developed and implemented initiatives to proactively resolve consumer grievances, increasing client satisfaction by 68%.
  • Implemented conflict resolution training program resulting in a 68% reduction in escalated cases over 16 months.
  • Prevented reputational harm to the company during a critical crisis by successfully de-escalating public brand backlash.
  • Established new resolution tracking system that improved accountability and decreased response time by 66%.
  • Monitored and evaluated resolution KPIs, leading to the adjustment of team priorities that improved case closing by 36%.
  • Developed and led new hire training focused on conflict management, reducing average escalation time by 55% minutes.
  • Decreased average handle time of escalated cases by 27% via targeted staff coaching and case study reviews.

Affiliations

  • Society for Human Resource Management (SHRM)
  • Certified Customer Service Specialist (CCSP) - metric
  • American Society for Public Administration (ASPA)
  • Association for Conflict Resolution (ACR)
  • American Society of Safety Professionals
  • Institute for Supply Management (ISM)
  • Conflict Dynamics Profile Assessment Certification (CDP)
  • Society of Women Engineers
  • Public Relations Society of America (PRSA)
  • American Medical Informatics Association

Certifications

  • Customer Experience Specialist (CCXP) - CXPA
  • Certified Agile Service Manager (CASM) - Scrum Alliance
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ
  • Certified Professional in Resolution Management (CPRM) - procedure
  • Professional Certification for Service Disruption Management - Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)
  • ServSafe

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